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EUI Telephone Policy

 

Experience has shown how the need to improve the image of the Institute in a competitive market requires a move towards a more efficient and user-friendly telephone system, together with the introduction of better telephone etiquette.

For this reason, during the first half of 2006 most of the telephone handsets were upgraded with new models equipped with graphic displays that permitted, in addition to the already existing ones, the following new functions:

  • Identifying internal or external calls (in the case of internal calls the caller's name is displayed)
  • Recording the history of inbound and outbound calls
  • Warning in case of missed calls and recording the history of missed calls
  • Easily selecting different call forwarding profiles
  • Establishing one's own telephone directory based on incoming and outgoing telephone calls similar to what modern mobile phones allow

 

The answering machine system was upgraded with a more up-to-date system.

The searchable electronic version of the EUI telephone directory was made more visible to external users visiting our Web site. This is intended to encourage the use of direct calls.

 

We remind you that the use of the electronic directory is recommended over its paper counterpart inasmuch as it has the advantage of being updated daily. It is available here |.

 

As from 1-12-2005

1. The call-center service was suppressed.

2. The Logistics Service replaced the call-center functions until 22-01-2006.

 

As from 23-01-2006

3. The central switchboard number was eliminated, replacing what was published in EUI telephone directories and publications with units' (departments' or services') numbers relevant to externals (under the heading European University Institute).

The number corresponding to the entry for each unit is linked to the person responsible at that moment for providing information about the unit's activities.

The model is as follows:

 

 

European University Institute

 

Reception

2266

Principal's office

2311

Secretary's office

2314

Administration

 

Academic Service

2373

Accounting Service

2440

Budget Affairs Service

2335

Communications Service

2428

ICT Service

2590

Internal Audit Service

2652

Library

2340

Personnel Service

2420

Real Estate and Facilities Service

2407

Academic departments

 

Economics Department

2033

Law Department

2034

Department of History and Civilization

2035

Department of Political and Social Sciences

2036

Robert Schuman Centre for Advanced Studies

2037

Academy of European Law

2038

European Union Historical Archive Service

2039

 

4. It shall be the unit's responsibility to make sure there is an answer to calls made to the above numbers during the unit's working hours. (In order to make this possible telephone forwarding must be programmed. Therefore each unit is requested to provide the ICT Service with its preferences.)

5. Outside the units' working hours or during holiday closing times, the system provides two appropriate pre-recorded messages:- One for the weekends and one for each festivity - For the weekends the message gives information about the EUI closing times and offers the possibility to call internal numbers. The second message (festivities) adds, as well, the possibility to contact an emergency service.

6. Every other EUI user (i.e. all users not involved in the procedures described in 4 above) is advised to avoid unanswered calls by taking care to forward their telephone to other colleagues during absences. If no programming is provided by the user, the system will automatically forward unanswered calls to the user's own secretary or to an answering machine.

7. To improve the image of the EUI a model of telephone etiquette will be agreed upon in order to standardise the way telephone calls are answered:

  • Each unit is advised to provide its identification. Example: "ICT Service, how can I help you? + the name of the person responding ".
  • If telephone equipment can distinguish between internal and external incoming calls it would be advisable that the person take care to answer external calls in one of the current working languages of the Institute.
  • Each unit will be further contacted by the ICT Service in order to provide the technical details supporting implementation of the above policy.

 

Should you have any comments please post them in the public folder Telephone Policy. (For more information see Public Folders).

 

 

Page last updated on 20 August 2017